Helpdesk Specialist

Idc-Research-Inc.; Ciudad de México; Hybrid; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Remote Fridays

Job summary

IDC is seeking a hands-on Helpdesk Support Specialist to provide day-to-day IT help desk support to employees from the Mexico City office. You will handle remote, phone, email, chat, video, and face-to-face support, contributing to a positive user experience.

The role emphasizes Windows/macOS environment expertise, hardware troubleshooting, software installation, and strong communication. On-site four days per week with Friday remote, a key member of global IT Operations.

Qualifications

• Bachelor’s degree or related IT experience.
• 2-3 years in IT support or customer-facing role.
• Proven ability to resolve software/hardware problems.
• Strong written and verbal communication.
• Experience with Windows Autopilot technology including white glove.

Responsibilities

• Provide IT support to staff via remote, phone, email, chat, video conferencing and face-to-face communications.
• Reset passwords, manage user accounts, and assist with login or authentication issues.
• Install and configure software – Support applications, updates and basic system setups.
• Document issues and solutions – Maintain accurate records in the ticketing system to track trends and resolutions.
• Troubleshoot hardware and software issues – Diagnose problems with laptops, desktops, printers and common applications.
• Contribute and own technical investigations, implementations, and projects onsite.
• Be involved in globally focused efforts within IDC’s worldwide organization.
• Work closely with both regional and worldwide technical colleagues to improve customer service and knowledge.
• Drive IT new hire orientation onboarding as well as offboarding employees.
• Responsible for deployment and configuration of user hardware and inventory tracking.

Skills

Windows & macOS environments

Customer service mindset

Strong communication skills

Remote support tools

Ticketing & issue tracking

Team player, fast learner

Education

Bachelor's degree or related experience

Tools

Jira

Remote desktop tools

Office 365

Job description

Overview

About the Role & Team The Helpdesk Support Specialist is a hands‑on technical support role within IDC’s global IT ServicesGroup. The position requires strong knowledge of Windows-based platforms, mainstream computerhardware, and a wide range of software applications. The specialist will work on‑site in IDC’s MexicoCity corporate office, providing day‑to‑day support to employees through the IT Help Desk ticketingsystem. The role is designed for someone who can grow into a key contributor within IDC’s worldwideIT Operations team.

What You’ll Do

• Convey technical knowledge to non-technical colleagues.
• Provide IT support to both IDC technical and non-technical staff via remote-controlled software,phone, email, chat, video conferencing and face to face communications.
• Ensure a positive employee experience.
• Provide account and access support. – Reset passwords, manage user accounts, and assist withlogin or authentication issues.
• Install and configure software – Support applications, updates and basic system setups.
• Document issues and solutions – Maintain accurate records in the ticketing system to track trendsand resolutions.
• Troubleshoot hardware and software issues – Diagnose problems with laptops, desktops, printersand common applications.
• Contribute and own technical investigations, implementations, and projects onsite.
• Be involved in globally focused efforts within IDC’s worldwide organization.
• Work closely with both regional and worldwide technical colleagues in order to provide improvedcustomer service and to build technical knowledge.
• Drive IT new hire orientation on-boarding as well as off-boarding employees.
• Responsible for deployment and configuration of user hardware and inventory tracking.

What You Bring

• Convey technical knowledge to non-technical colleagues.
• Provide IT support to both IDC technical and non-technical staff via remote-controlled software,phone, email, chat, video conferencing and face to face communications.
• Ensure a positive employee experience.
• Provide account and access support. – Reset passwords, manage user accounts, and assist withlogin or authentication issues.
• Install and configure software – Support applications, updates and basic system setups.
• Document issues and solutions – Maintain accurate records in the ticketing system to track trendsand resolutions.
• Troubleshoot hardware and software issues – Diagnose problems with laptops, desktops, printersand common applications.
• Contribute and own technical investigations, implementations, and projects onsite.
• Be involved in globally focused efforts within IDC’s worldwide organization.
• Work closely with both regional and worldwide technical colleagues in order to provide improvedcustomer service and to build technical knowledge.
• Drive IT new hire orientation on-boarding as well as off-boarding employees.
• Responsible for deployment and configuration of user hardware and inventory tracking.
• Knowledge of Windows and macOS environments
• Familiarity with Jira ticketing tool
• Strong communication and customer‑service mindset
• A bachelor’s degree or related experience is required.
• 2-3 years of experience within an IT organization, in a technical support, customer-facing role.
• Demonstrated ability to resolve software and hardware problems in a professional environment.
• Ability to troubleshoot common hardware and software problems
• The ability to efficiently evaluate technical faults and problems and to prescribe the appropriate remedy and being able to document these remedies is beneficial as well.
• Strong written and verbal communication skills.
• Team player who is a fast learner, able to hit the ground running and be comfortable assistingusers while still learning the intricacies of IDG, Inc.
• Demonstrated history of customer service and positive interpersonal skills are imperative.
• Experience working within a collaborative environment with both technical and non-technicalcolleagues is advantageous.
• Exposure to a wide variety of software applications including MS Office 365, various cloud applications, backup tools, antivirus tools, etc.
• Understanding basic networking concepts.
• Experience with Windows Autopilot technology including white glove.
• The ability to lift and carry heavy IT equipment is required.
• No travel is required for this position.

This position is onsite based in our Mexico City office, 4 days a week; Friday can be remote work.

Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.

If this role relocates to a different country, the salary range will be updated to reflect that country's range, rather than a currency conversion of the original range.

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